Booking & Cancellation Policy
What to expect when you book, wait for, or need to cancel a Fivestar Minicab journey.
1. Booking Requests
When you submit a request, the app searches for an eligible nearby driver or provider. A displayed arrival time is an estimate and may change because of traffic, weather, road closures, demand or driver availability.
2. Advance Bookings
An advance booking records your requested pickup time but does not guarantee a specific driver or exact arrival time unless the app expressly states otherwise.
3. Passenger Cancellation
You can cancel through the app. A cancellation fee may apply when a driver has accepted and started travelling to the pickup point, has arrived and waited beyond the free waiting period, or when an advance booking is cancelled within a disclosed restricted period.
| Situation | Suggested Fee Rule |
|---|---|
| Before a driver accepts | Free cancellation, unless a special service states otherwise |
| After driver acceptance or dispatch | A clearly displayed fee may apply |
| After the stated free waiting period | A waiting-time or no-show fee may apply |
| Airport, venue or pre-booked service | A separate rule applies where external charges apply |
| Platform error or driver unable to provide the booked service | No fee |
4. Driver Cancellation
If a driver cancels, the app may attempt to find another driver or ask you to rebook. We may review repeated or inappropriate driver cancellations.
5. No-Show
A passenger may be treated as a no-show if the driver reaches the correct pickup point, attempts reasonable contact and waits for the stated period. The app should display the waiting period before or during booking.
6. Refunds and Disputes
Request a review through support within [NUMBER] days of the charge. We may ask for booking details and supporting information. Approved refunds will be returned to the original payment method where possible, subject to payment-provider processing times.
7. Cleaning, Damage & Exceptional Charges
Reasonable cleaning or damage charges may be applied only where supported by evidence and permitted by the applicable terms. The user must be given notice and a way to dispute the charge.
Questions about a specific charge? Contact our support team.